Workflow Execution

Once a workflow is published and linked to a service offering, it runs automatically when requests come in. This guide explains how workflows execute, the different execution modes, and what happens at each stage.

How a Workflow Starts

A workflow starts when one of these events occurs:

1. A request is submitted to a service offering that has a linked workflow.
2. A request is accepted from an inbox that triggers a workflow on acceptance.

The system creates a new workflow instance based on the latest published version of the workflow. This instance tracks the request's progress through each phase.

Execution Modes

Each Process phase in a workflow can be configured with one of three execution modes:

Manual

A person handles this phase. The workflow creates a task and assigns it to the specified user, team, or role. The phase waits until the assigned person completes the task before moving on.

Manual phases are used for steps that require human judgment, such as:

• Reviewing and approving a request
• Making a subjective decision
• Performing physical work (setting up a desk, configuring hardware)
• Writing or editing content

Automated

The system handles this phase without any human involvement. Automated phases execute immediately and move to the next phase when finished. Use automated phases for:

• Sending notification emails
• Updating records in external systems
• Transforming or mapping data
• Creating follow-up tasks or sub-requests

Agent

An AI agent handles this phase. The agent evaluates the request, applies its knowledge and configured rules, and takes action. Agent phases can:

• Validate request data and flag issues
• Categorize and prioritize requests
• Draft responses or recommendations
• Route requests to the appropriate team

Agent execution is governed by your company's policy settings. Policies control what agents can do autonomously and what requires human approval. For example, an agent might auto-approve routine requests but escalate exceptions for human review.

Timer Delays

You can add a timer delay to any phase to introduce a waiting period before the phase starts or after it completes. Timers are useful for:

• Waiting periods — Give someone 48 hours to respond before escalating.
• Scheduled actions — Send a reminder email three days after a request is submitted.
• Cool-down periods — Wait 24 hours after approval before executing a sensitive action.

To add a timer, open the phase settings and configure the delay duration.

What Happens During Execution

As the workflow runs, here is what happens at each stage:

Phase Activation

When a request reaches a new phase, the system:

1. Records the phase start in the request timeline.
2. Creates any tasks associated with the phase.
3. Sends notifications to assigned users.
4. Starts the execution based on the phase's mode (Manual, Automated, or Agent).

Phase Completion

A phase completes when:

• Manual — The assigned person marks the task as complete.
• Automated — The system finishes executing the automated action.
• Agent — The AI agent completes its work and reports the result.

Transition to Next Phase

After a phase completes, the workflow follows the outgoing transition to the next phase. If the next phase is a Decision, the conditions are evaluated to choose the correct path. If it is a Parallel, all parallel paths start simultaneously.

Workflow Completion

The workflow finishes when the request reaches an End phase. At that point:

• The request status is updated to Completed.
• The requester is notified.
• All workflow metrics (duration, phase times) are recorded.

Versioning During Execution

Workflows are versioned. When you publish a workflow, a new version is created. Important rules:

• In-progress requests continue using the workflow version they started with. They are never affected by changes to the workflow.
• New requests always start with the latest published version.
• You can edit and publish new versions at any time without disrupting active requests.

This means you can improve your workflows continuously without worrying about breaking requests that are already being processed.

Monitoring Active Workflows

Administrators can monitor running workflow instances from Admin > Workflows. For each active workflow, you can see:

• How many requests are currently in progress.
• Which phase each request is in.
• How long requests have been in their current phase.
• Whether any requests appear stuck or overdue.

If a request is stuck, an administrator can manually advance it to the next phase or reassign the current task.